Krispy Kreme operates more than 250 stores across the United States and 800 stores including all international locations. Second To None’s partnership began with Krispy Kreme in 2005 when the company was working to maintain strength as a public company and was focused on exceptional doughnut quality in presentation, freshness, and taste, as well as quick, friendly, and helpful customer service at their US stores.
STN deployed shoppers into all Krispy Kreme company-owned and franchise locations twice monthly during peak hours to assess both in-store and drive-thru performance. Specific orders were placed during client-selected time ranges to discern how well teams were serving guests while maintaining Krispy Kreme’s high standards of product quality. Doughnut photos were submitted with each evaluation to accurately measure adherence to presentation guidelines for many varieties of doughnuts.
Monthly data files and comprehensive STN Analytics decks were provided to Krispy Kreme for a richly detailed, ongoing pulse on the performance of all stores. The program identified opportunities that have a high impact on customer loyalty but room for significant improvement to target them for coaching and action planning down to the store and question level.
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